User initiated virtual mobile management

ABSTRACT

A virtual device management system for wireless handheld devices such as tablets, smart phones, M2M, etc., based upon user initiated session, upon which a dedicated communication channel is established with the wireless device. The system includes processes and protocols employed in user initiation methods such as SMS, or data channel, queuing user sessions, routing user requests and establishment of dedicated communication channels for effective troubleshooting by authorized users and to compare device parameters against pre-defined set to generate a standards deviation report. A device client is resident on the mobile device non-volatile memory and is operable by the end user to invoke the application and initiate a request.

PRIORITY CLAIM

This application is a continuation-in-part of U.S. patent applicationSer. No. 12/550,742, filed Aug. 31, 2009, the entirety of which isincorporated herein by reference.

FIELD OF INVENTION

The present invention relates to mobile wireless communication devices,systems, networks, and methods of operation. This invention describesremote management of the mobile devices when a user initiates thetrouble ticket request. This invention also deals with the various modesfor the user to request remote support.

BACKGROUND OF INVENTION

Wireless handheld devices typically communicate with each other overcommonly defined standards based wireless protocols. These devices aretypically untethered, unlike wired communication devices such astelephones. Wireless operators provide the wireless networkinginfrastructure and provide service to the end customer. The customersubscribes for such a service from the operators who in turn guarantee acertain degree of quality of service to their customers.

Wireless handhelds are increasingly becoming more powerful andmulti-functional with advancements in hardware and operating systemscomponents, thus providing application developers a common set ofprogramming interfaces or APIs to create rich interactive applications.These applications are either pre-installed prior to commercial shipmentor downloaded over-the-air by the customer. Due to the varied complexityof these “smart” device and the applications that execute within them,customer seeks operator's support to troubleshoot their devices.

Virtual Mobile Management (VMM) is a tool used by the Help DeskAdministrators and other technicians to access user's Mobile Device forsupport purposes. When VMM is active the support personnel can do one oftwo things: 1) Observe activity on a user's Mobile Device or 2) Takecontrol of a user's Mobile Device directly and perform a task or correcta problem. VMM is an extremely valuable support tool. The ability toobserve activity on a user's mobile device allows support personnel toquickly pinpoint the source of a user's problem and provide properinstructions to the user. The ability to take control of a user's mobiledevice remotely allows support personnel to quickly resolve complexsystem problems without having the user to bring the device into arepair facility. This all enhances user experience and effectivelyreduces customer support duration.

Although VMM offers the opportunity to dramatically improve supportlevels and enhance user experience, it also brings up issues of privacy.With this invention the user will have better control on the VMM as itallows the user to pause streaming when performing sensitivetransactions. The user can directly make a connection with the Help Deskadministrator for resolution of any kind of issue that the user has onthe mobile device.

The customer care organization may require troubleshooting software toprovide effective customer support. It may be advantageous to provide anapparatus that provides remote control and diagnostic capabilities tothe customer care for effective troubleshooting.

SUMMARY OF THE INVENTION

Disclosed is a user initiated virtual device mobile management systemfor wireless handheld devices such as tables, smart phones, M2M and soforth based upon user initiated session, upon which a dedicatedcommunication channel is established with the wireless device. Thesystem includes processes and protocols employed in user initiationmethods such as SMS, or data channel, queuing user sessions, routinguser requests and establishment of dedicated communication channels foreffective troubleshooting by authorized users and to compare deviceparameters against pre-defined set to generate a standards deviationreport. A device client is resident on the mobile device non-volatilememory and is operable by the end user to invoke the application andinitiate a request.

An objective of the invention is to provide virtual device management ofwireless handheld devices.

Another objective of the invention is to provide a method and modulethat enables a user to initiate a virtual mobile management for a remotecontrol session.

Still another objective of the invention is system that controls thecall flows and architecture from the client side and server side tosupport user initiated virtual mobile management.

Another objective of the invention is to enhance user experience in auser initiated virtual mobile management process.

Still another objective of the invention is to provide a tool thatallows a customer care representative to remotely view and controlwireless handheld devices.

Another objective of the invention is to teach the use of a userinitiated virtual mobile management process wherein the user can managea mobile telephone device without a live session.

Another objective of the invention is to provide a virtual mobilemanagement process wherein a telecommand can be used to obtain mobiletelephony device information regarding processor, memory, data settings,e-mail settings and applications installed without any userintervention.

Yet another objective of the invention is to provide the user withdifferent connection modes to establish a VMM session wherein theconnection mode is short message service (SMS), an interactive voiceresponse (IVR), of an internet protocol for prompting the user toinitiate a remote control session.

Another objective of the invention is to perform a reset of e-mailsettings, a reset of data settings, a phone reset, a backup of phonedata, a backup of contacts, and roaming activation.

Other objectives and advantages of this invention will become apparentfrom the following description taken in conjunction with theaccompanying drawings wherein are set forth, by way of illustration andexample, certain embodiments of this invention. The drawings constitutea part of this specification and include exemplary embodiments of thepresent invention and illustrate various objects and features thereof.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is the User Initiated Session—architecture;

FIG. 2 is a flow diagram of the call flow;

FIG. 3 is the system architecture for the preferred embodiment of theVirtual Mobile Management Remote Control;

FIG. 4 is a pictorial of the Connection Monitor;

FIG. 5 is a flow diagram of the Session Queue Manager;

FIG. 6 is the client architecture for user initiated virtual mobilemanagement remote control;

FIG. 7 is an illustration of the Virtual Mobile Management UserInterface;

FIG. 8 is an illustration of the Session Layer;

FIG. 9 is an illustration of the Link Layer;

FIG. 10 is an illustration of the new enrollment process;

FIG. 11 is an illustration of the user initiated session;

FIG. 12 is an illustration of the end to end session establishment; and

FIG. 13 is an illustration of the connection termination.

DETAILED DESCRIPTION OF THE INVENTION

Although the invention will be described in terms of a specificembodiment, it will be readily apparent to those skilled in this artthat various modifications, rearrangements and substitutions can be madewithout departing from the spirit of the invention. The scope of theinvention is defined by the claims appended hereto

In a first embodiment, the client on the device will provide the userwith all the options that are available to contact the Help Desk. EachQuery (Support Request) will go to the Message Router. The MessageRouter will route the messages in the queue to the Event Dispatcher toprocess the user initiated request. The Event Dispatcher then dispatchesthe request to the appropriate group for troubleshooting.

The User can have different options for requesting Remote support fromthe Help Desk like Data Connectivity issues, Device Configurationissues, Account Details, Billing request etc. The connection mode can beSMS (Short Message Service), IVR (Interactive Voice Response) or IP(Internet Protocol) Connection. Every user initiated request can berouted to an appropriate group in the Help Desk. The client residing onthe device can provide different options for support requests. The Helpdesk administrator, based on the connection request type that is made bythe user can decide whether it requires manual intervention or not. Ifmanual intervention is required then the Admin can choose to start aRemote Control session with the device or send telecommands to resolvethe issues. If manual intervention is not required then user can chooseInteractive Voice Response (IVR) to select the type of support that isrequired.

User Initiated Session for Remote Control Using IP Connection

Every User Initiated Query, which needs a Remote Control Session or aLive Customer Support Representative (CSR), will be queued in the AdminServer. The Message Router will then route the message to theappropriate CSR with the help of the Event Dispatcher. Every CSR will benotified that a user initiated session is in queue. Any CSR who is readyto support the user in the queue will request for Remote Control and thesession waiting status will be removed from the queue to notify theother CSRs that the session is being already attended. The CSR canrequest from the device the following information usingScripts/Telecommands during a Remote Control Session (not limited to theones mentioned below): Processor Information; Memory Information; DataSettings; E-mail Settings; and Applications Installed User InitiatedSession through IVR

Interactive Voice Response is a general term for mobile phone-basedvoice value-added services. By dialing a designated number, mobile phoneusers able to listen and choose the help options from the Help Deskwithout any manual intervention.

The user calls the IVR system; the IVR system prompts the user to enterthe Account Password. Once the User Account is verified the IVR promptsthe user for all options that are available for remote support like (notlimited to the ones mentioned below):

Reset E-mail Settings; Reset Data Settings; Reset Phone; Backup PhoneData; Backup Contacts; and Activate Roaming. Each task is accomplishedby pushing Scripts/Telecommands to the device which can execute remotelyon the device without any user intervention.

User Initiated Session through SMS, Short Message Service (SMS) is acommunications protocol allowing the interchange of short text messagesbetween mobile telephony devices. The user has to initiate a supportrequest with the Help Desk through SMS.

The user can initiate a support request either for a Remote ControlSession or request the Help Desk to do the following without having alive session: Reset E-mail Settings; Reset Data Settings; Reset Phone;Backup Phone Data; Backup Contacts; and Activate Roaming. Each task isaccomplished by pushing Scripts/Telecommands to the device which canexecute remotely on the device without any user intervention.

Whenever a User initiates a session the session will be queued in theMessage Router. The Message Router, based on the type of a session thathas been requested, routes the message to the appropriate CSR Groupthrough the Event Dispatcher. Each CSR group will have set of technicianconsoles. Every console will be notified immediately of a sessionwaiting status

Any CSR who is ready to support the user who is in the queue willrequest for VMM and the session waiting status will be removed from thequeue to notify the other CSRs that the session is being alreadyattended.

After every issue has been resolved the CSR can do a survey with theuser as to how well the problem was resolved. Survey can be done bysending a Survey banner to the user to provide feedback.

Referring now to FIG. 3, the Virtual Mobile Management Remote Control(VMM-RC) is a powerful tool designed to be used by the customer carerepresentatives to remotely view and control the mobile devices. In apreferred embodiment, the key components of the VMM-RC system include:Technician Console where care agents interact with the remote devices;Control Center Services, are responsible for the data management (DBServers), device management, web services, analytics, securitymanagement and administrative services; and Device Connection Managementservers are responsible to maintain the live remote data connection withthe mobile devices.

The primary responsibility of the Communication End Point Gateway is tomanage the device connections within the system. The server providescommunication endpoints between Control Center (Technician Console,Admin and Control Function) and the device. This allows for multiplerequests to be serviced within one session from multiple consoles. TheCommunication End Point Gateway provides a consistent manner of deviceconnection and Tool service in a system with heterogeneous devicesrunning different operating systems. The Communication End Point Gatewayprovides load balancing across multiple Connection Handlers on eachCommunication End Point Gateway Server in order to minimize single pointof failure.

Referring to FIG. 4, the Connection End Point Gateway server iscomprised of two components, the Connection Monitor and the ConnectionHandler. The Connection Monitor: Creates and manages ConnectionHandlers; Creates Session ID for new connection request; and Monitorsall the scheduled and existing sessions.

The Connection Handler is setup for every Connection Proctor, where thenumber of Connection Handlers is configurable. All the sessions are loaddistributed across the Connection Handler. Each handler handles multipledevice sessions.

The Admin and Control Function responsibility is to administer andmanage all types of communication between the Control Center and theclient devices.

The Administrative Service is designed to be central administrationentity of the entire virtual mobile management system. Through thisservice, system administrators perform administration, management andinstrumentation all the servers within the system, create and maintainmultiple tenants, assign tenant administrator roles, etc.

The Management Service provides the operational end point to the system.The primary functions of Management Service are: Load distribution amongthe CEG' Management of device registration; Administration of devices;Administration of users, zones, policies, roles, etc.; and SessionQueuing.

The Management Entity component is responsible in providing theManagement service with an in-memory data store for key operational datasuch as ACL, user/group/zone structures, etc.

The Service Coordinator component coordinates the communication betweenvarious elements within the System. It provides the database interfaceto the Registration and Authentication Function in the Control Center.All services register themselves with this service. This service isresponsible for service discovery.

The Registration and Authentication Function provides a single point ofentry for all devices for enrollment and authentication services duringVMM-RC session. It comprises of the following components:

Registration Service: During Auto-Enrollment, devices are required toregister themselves with this service, prior to enrolling themselves.

Enrollment Service: This service is responsible to enroll registereddevices with the system. Enrollment process is defined in detail in thelater sections of the document.

Software Update: This service manages the various client packages in thesystem. Devices connect to this service to request for client update. Ifan update is available, the service will provide the appropriate clientdownload link.

Device Management: This service provides the enrolled devices aninterface to update its parameters in the system such as MDN when thedevice detects a change.

Anchor Admin: This service provides the administration component.

Referring to FIG. 5, the Session Queuing Manager takes all the incomingUser Initiated VMM-RC connection requests and stores them into theSession Queue Repository to be later processed by the Queue Processor.The Queue processor gets notified by the Session Queue Manager that anew incoming session is in the session repository. Queuing processorprocesses the session request, determines the device request andforwards it to the Queue Router. Queuing Router determines thecorresponding dispatcher. The dispatcher schedules the request to beserviced by the technician console. Finally the Technician consolereceives the request and authenticates the user and further proceedswith the VMM-RC session.

A Data Repository module stores all the information about the VMM-RCMobile devices, server configuration, tasks and status settings. Thesedatabases are pivotal to configure and update managed devices and servercomponents. It is also responsible to maintain the user logininformation as well as device authentication information.

The system comprises of 3 database elements: The Admin DB maintains allthe system configurations, tenant configuration and managementinformation, system administration and server instrumentation data andis accessed by the AetherPal System Admin Service. The Ops DB maintainsdata that is required for the operations of the system such as deviceenrollment, Access Control List (ACL), groups, users, zones, etc and isaccessed by the AetherPal Management Service and the ServiceCoordinator.

The Reports DB Contains Historical Data of Device Enrollment, Session,Audit, Report Views, etc.

Referring now to FIG. 7, set forth is an illustration of the VirtualMobile Management User Interface. The Interface Module provides aconsistent and standard Application Programming Interface or API to theVMM User Interface. The VMM Interface module exposes synchronous as wellas asynchronous function calls, by which the VMM User Interfaceinteracts with the application stack. The Interface also provides acallback mechanism to the VMM user interface for asynchronouscommunication

The virtual mobile management manger includes various modules. The VMMModule which provide a multitude of tool services. Tool Services aregrouped together that exhibit common functionality such as RemoteControl, File Manager, Device Management, and so forth.

The State Machine module maintains an instance of the state machine. AState Machine defines a set of shared states that the tool service onthe device application shares with the server.

The Tool Service Coordinator module maintains a collection of activetool service instances that are currently being serviced by the VMMapplication. This entity maintains the lifetime of all Tool Services,and is responsible in creating and destroying Tool Services.

The NV Data Repository module is used for authentication andauthorization specific data that is shared between the VMM applicationand the server is maintained within the NV data repository. This datarepository also serves the purpose of maintaining Tool Serviceconfiguration as well as VMM configuration data.

The Access Control Entity layer provides a set of functions to the ToolServices to communicate with the Control Center. It provides in theencapsulation of messages before forwarding it to the CommunicationCore. This layer is responsible to invoke an instance of theCommunication Core layer and provides a state machine that defines thestate of the VMM application.

Access Control Interface provides a set of standard ApplicationProgrammer Interface or API to the Tool Services. These APIs provide aconsistent communication platform to facilitate both synchronous as wellas asynchronous communication.

The ACI State Machine identifies the overall state of the VMMapplication. State transitions within the ACI State Machine triggersevents that are handled by the VMM layer. The states are Open andClosed. Traffic flows through the ACI layer only in the Open State.

The Message Routing Entity is responsible for routing all signalmessages, destined to Tool Services to the respective event handlers.

The Message Processing Function is a signal message pre-processor. Thisentity receives signal messages from the Session Layer destined towardsTool Services. It de-frames these messages prior to forwarding it to theMessage Routing Entity to apply routing rules. Messages that aredestined to the server from Tool Services are encapsulated here.

The Communication Core Layer is responsible to setup and maintain adedicated communication channel with the Control Center. This layerprovides the necessary framework to transport messages between the upperlayers and the Control Center. It provides message encapsulation,framing, fragmentation and packet re-construction of Tool Servicemessages.

Referring to FIG. 8, the session layer maintains a set of shared statebetween the Communication Endpoint Gateway (CEG) and the application.The session layer packets encapsulate signal messages that aretransported between the CEG and the application. Each message within thesession layer packet defines the source and destination to which thesignal messages are to be delivered. The session layer consists of thefollowing entities:

State Machine: The state machine maintains a state within a pre-definedset of shared states between the application and the CEG. State changeswithin the state machine trigger the execution of state transitionprocedures within the application.

Signal Message Processor: This entity is responsible to encapsulate andprocess signal messages that are transmitted between the CEG and theapplication. This entity is also responsible in influencing the statetransition within the state machine by altering its state. Signalmessages destined to VMM modules are forwarded to the Signal MessageRouting Function.

Signal Message Routing Function: This entity is responsible to forwardsignal messages to the appropriate destination. Signal messages destinedto VMM modules are directly forwarded to VVM Tool Service Coordinator.Signal messages destined to the CEG are forwarded to the link layer.

Referring to FIG. 9, the link layer is responsible to establish andmaintain a dedicated communication channel between the client and theCEG. The Link Layer encapsulates all messages within its frame prior toforwarding it to the network. Packets that are received by the LinkLayer from the network are re-constructed and de-framed prior toforwarding it to the upper layer. The following components form the LinkLayer. This layer checks for message integrity.

The Packet Framing Entity is responsible to encapsulate messages intoLink Layer frames. These frames are then forwarded to the TransportChannel, to be forwarded to the network layer. When a network packet isreceived by the Packet Framing Entity, it inspects the packet andverifies the integrity of the packet. Malformed packets are silentlydiscarded.

A Transport Channel binds to the appropriate transport layer of theunderlying operating system, which is dependent upon the VMM ToolService. It is responsible to forward messages to the network layer andreceives messages from the network layer. It provides notification tothe upper layer on the state of the network layer through asynchronousevents.

Referring to FIG. 10, illustrated is the Virtual MobileManagement-Remote Control (VMM-RC) procedure of how the User InitiatedVMM-RC session is established with the server. The following describesdifferent phases: Device Enrollment; User Initiated Session; End to EndSession Establishment; and Graceful Termination of VMM-RC Session.

Device Enrollment, before a Mobile device can connect to the Server, itmust establish itself as a known and authenticated object in the system.In general, this is accomplished in the following way: MutualAuthentication; Enrollment Request; and Enrollment Response.

If for any reason the enrollment failed the VMM-RC Mobile applicationshall retry the enrollment process at a later time. Referring to FIG.11-User Initiated Session:

Step a & b: Once the User initiates a VMM-RC session from the mobiledevice the Session Queue Manager processes the request through a mutualauthentication

Step c, d, e, f: Once the authentication is successful the ConnectionRequest is sent to the Server to retrieve an appropriate Session Handle

Step g: Session Request is sent to the Communication End Point Gatewayto open a session

Step h: Communication End Point Gateway sends a response with “pending”as an indication to the client.

Now the Technician Console will authorize the connection request andfollows the next phase of the call flow, referring to FIG. 12.

Step a: When a Connection request is made for a VMM-RC connection, thetechnicians' Console authenticates with its peer

Step b: Technician's console sends a PEER_CONNECT request to theCommunication End Point Gateway

Step c: The server authorizes the Connection Request and sends thePEER_CONNECT request to the relevant device

Step d: When the client receives the PEER_CONNECT request message it hasto send an ACK or NAK based on its current state

Step f: Once the Server receives an ACK it will make the VMM-RC requestwith the Client

Step g: Based on the response (ACK or NAK) the Communication End PointGateway will establish a peer-to-peer connection or disconnect thesession.

Referring to FIG. 13, after the session is complete the Mobile deviceclient and Server gracefully terminates the connection.

User Initiated VMM-RC additional features include Re-Enrollment Process(SIM/MDN Change). For any SIM/MDN change the device will reboot as partof the standard procedure. Hence during boot-up the VMM-RC Mobileapplication shall detect the below changes: Device is previouslyEnrolled; SIM/MDN Change; Check for client upgrade before proceedingahead with the re-enrollment process the VMM-RC Mobile application shallcheck if the data connectivity is available on the mobile device. Elseit will retry at a later time.

VMM-RC Mobile Application Upgrade Process, before the enrollment processbegins the VMM-RC Mobile Application checks with the server to see ifthere is any client upgrade required on the mobile device.

Query Device Information during VMM-RC, during the VMM-RC session thetechnician will be able to query device information like process list,list of applications installed/running on the device, devicemanufacturer details etc. from the mobile device in session.

It is to be understood that while we have illustrated and describedcertain forms of my invention, it is not to be limited to the specificforms or arrangement of parts herein described and shown. It will beapparent to those skilled in the art that various changes may be madewithout departing from the scope of the invention and the invention isnot to be considered limited to what is shown in the drawings anddescribed in the specification.

1. A virtual mobile management system comprising: a technician consolefor communicating with remote devices; a control center for use in datamanagement, device management, web services, analytics, securitymanagement and administrative services; and a device connectionmanagement server for maintaining a live remote data connection withsaid remote devices.
 2. The virtual mobile management system accordingto claim 1 wherein said device connection management servers includes aCommunication End Point Gateway to manage the device connections withinsaid system, said device connection management server providescommunication endpoints between a Control Center and heterogeneousremote devices.
 3. The virtual mobile management system according toclaim 2 wherein said Communication End Point Gateway is further definedas a connection monitor and a connection handler.
 4. The virtual mobilemanagement system according to claim 3 wherein said Communication EndPoint Gateway provides load balancing across multiple ConnectionHandlers on each said Communication End Point Gateway Server in order tominimize single point of failure.
 5. The virtual mobile managementsystem according to claim 1 wherein said Control Center includes aTechnician Console that provides a graphical user interface to manageand control said remote devices, said Technician Console performingtasks consisting of: performing pre-enrollment requests; managing all RDMobile devices; servicing the infrastructure of the Control center; andperforming administrative tasks.
 6. The virtual mobile management systemaccording to claim 1 wherein said Control Center includes an Admin andControl Function to allow for multiple session requests to be servicedwithin one session from multiple consoles.
 7. The virtual mobilemanagement system according to claim 1 including a session queuingmanager having a queuing processor and a session queue manager, saidsession queuing manager receiving a user initiated connection request;notifying said queuing processor by said session queue manager that anew session request has been placed within a session repository;determining a device request by processing through said queuingprocessor; forwarding said device request to a queue router, said queuerouter determining a corresponding dispatcher; scheduling said devicerequest to be served by said technician console; authenticating the userand implementing a virtual mobile management system session.
 8. Thevirtual mobile management system according to claim 1 including a datarepository module for storing information about remote devices, serverconfiguration, tasks and status settings for configuring and updatingmanaged devices and server components.
 9. The virtual mobile managementsystem according to claim 8 wherein said data repository module includesan Admin database for maintains all the system configurations, tenantconfiguration and management information, system administration.
 10. Thevirtual mobile management system according to claim 8 wherein said datarepository module includes an Ops database for maintaining data that isrequired for the operations of the system such as device enrollment,Access Control List (ACL), groups, users, zones.
 11. The virtual mobilemanagement system according to claim 8 wherein said data repositorymodule includes a Reports database which contains historical data ofdevice enrollment, session, audit, and report views.
 12. The virtualmobile management system according to claim 1 including a session layerto maintain a set of shared state between a Communication EndpointGateway and an application, said session layer packets encapsulatesignal messages that are transported between the Communication EndpointGateway and the application.
 13. The virtual mobile management systemaccording to claim 12 wherein said session layer includes a statemachine for maintaining a state within a pre-defined set of sharedstates between the Communication Endpoint Gateway and the application.14. The virtual mobile management system according to claim 13 whereinsaid session includes a means for encapsulating and processing signalmessages transmitted between the Communication Endpoint Gateway and theapplication and influencing a state transition within said state machineby altering its state.
 15. A user initiated virtual mobile managementprocess for mobile telephone devices comprising: a remote device withpreformatted list of support request messages; establishing a connectionmode between said remote device and a technician console; queuing of amessage received from said remote device through said a router;dispatching a queued message to a control center for use in datamanagement, device management, web services, analytics, securitymanagement and administrative services; coupling to a device connectionmanagement server for maintaining a live remote data connection withsaid remote device; determining a telecommand in response to the queuedmessage and pushing said telecommand to said remote device; executingsaid telecommand without user intervention.
 16. The user initiatedvirtual mobile management process according to claim 15 wherein theconnection mode is short message service (SMS), said connection modeallowing an interchange of text messages between mobile telephonydevices to initiate a VMM session.
 17. The user initiated virtual mobilemanagement process according to claim 15 wherein the connection mode isan interactive voice response (IVR), said connection mode prompting theuser to choose from a list of options to initiate a VMM session.
 18. Theuser initiated virtual mobile management process according to claim 15wherein the connection mode is an internet protocol, said connectionmode prompting the user to choose from a list of options to initiate aVMM session.
 19. The user initiated virtual mobile management processaccording to claim 15 wherein said remote control session can perform areset of e-mail settings, a reset of data settings, a phone reset, abackup of phone data, a backup of contacts, and activate roaming. 20.The user initiated virtual mobile management process according to claim15 wherein the connection mode is an internet protocol, said connectionmode securing said user to a live customer support to initiate a VMMsession.
 21. The user initiated virtual mobile management processaccording to claim 15 wherein said help desk administrator routes saidqueued message to a group of live customer support representatives (CSR)notifying each CSR of a queued message waiting status, said queuedmessage waiting status remove from the queue when a first CSR attendsthe message.
 22. The virtual mobile management system according to claim15 wherein said device connection management servers includes aCommunication End Point Gateway to manage the device connections withinsaid system, said device connection management server providescommunication endpoints between a Control Center and heterogeneousremote devices.
 23. The virtual mobile management system according toclaim 22 wherein said Communication End Point Gateway is further definedas a connection monitor and a connection handler.
 24. The virtual mobilemanagement system according to claim 23 wherein said Communication EndPoint Gateway provides load balancing across multiple ConnectionHandlers on each said Communication End Point Gateway Server in order tominimize single point of failure.
 25. The virtual mobile managementsystem according to claim 15 wherein said Control Center includes aTechnician Console that provides a graphical user interface to manageand control said remote devices, said Technician Console performingtasks consisting of: performing pre-enrollment requests; servicing theinfrastructure of the Control center; and performing administrativetasks.
 26. The virtual mobile management system according to claim 15wherein said Control Center includes an Admin and Control Function toallow for multiple session requests to be serviced within one sessionfrom multiple consoles.
 27. The virtual mobile management systemaccording to claim 15 including a session queuing manager having aqueuing processor and a session queue manager, said session queuingmanager receiving a user initiated connection request; notifying saidqueuing processor by said session queue manager that a new sessionrequest has been placed within a session repository; determining adevice request by processing through said queuing processor; forwardingsaid device request to a queue router, said queue router determining acorresponding dispatcher; scheduling said device request to be served bysaid technician console; authenticating the user and implementing avirtual mobile management system session.
 28. The virtual mobilemanagement system according to claim 15 including a data repositorymodule for storing information about remote devices, serverconfiguration, tasks and status settings for configuring and updatingmanaged devices and server components.
 29. The virtual mobile managementsystem according to claim 28 wherein said data repository moduleincludes an Admin database for maintains all the system configurations,tenant configuration and management information, system administration.30. The virtual mobile management system according to claim 28 whereinsaid data repository module includes an Ops database for maintainingdata that is required for the operations of the system such as deviceenrollment, Access Control List (ACL), groups, users, zones.
 31. Thevirtual mobile management system according to claim 28 wherein said datarepository module includes a Reports database which contains historicaldata of device enrollment, session, audit, and report views.
 32. Thevirtual mobile management system according to claim 15 including asession layer to maintain a set of shared state between a CommunicationEndpoint Gateway and an application, said session layer packetsencapsulate signal messages that are transported between theCommunication Endpoint Gateway and the application.
 33. The virtualmobile management system according to claim 32 wherein said sessionlayer includes a state machine for maintaining a state within apre-defined set of shared states between the Communication EndpointGateway and the application.
 34. The virtual mobile management systemaccording to claim 33 wherein said session includes a means forencapsulating and processing signal messages transmitted between theCommunication Endpoint Gateway and the application and influencing astate transition within said state machine by altering its state.